As an employee you will invariably be serving an internal or external customer. Every functional enterprise depends on its employees to serve its external customers.
Employees are business agents from whom customers expect services. When customers engage with an employee, they expect the “business” to respond. Since you, the employee, represents the business it becomes your duty to do what the company has promised.
However, you may also choose to go beyond the stipulated requirements of your position and provide helpful service within ethical bounds. What may not be obvious to most employees is that fellow employees also expect services from the company. Fellow employees rely on each other’s agency services as much as external customers expect and receive service.
In short, an employee is hired to provide customer satisfaction i.e. satisfaction to the customer as promised by the business. The book In Search of Excellence by Peters and Waterman highlights customer service as a competitive business strategy.
Total Quality Management is founded meeting customer expectations, promptly and efficiently. These principles of business success are founded on the basis of ethically and faithfully serving your customer.